ANA All Nippon Airways Compensation
Welcome to your essential guide for understanding your passenger rights with ANA All Nippon Airways under the Canadian Air Passenger Protection Regulations (APPR). This resource details your entitlements for flight disruptions, baggage issues, tarmac delays, and more when traveling on routes like Vancouver (YVR) to Tokyo (NRT/HND) or connecting flights within Canada via codeshare partners. ANA is committed to accessibility for passengers with disabilities under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR). Whether flying Economy, Premium Economy, Business, or First Class, know how to claim compensation and support with ANA. If your ANA flight was delayed, cancelled, or overbooked in Canada, you may be eligible for compensation under the Canadian APPR of up to $1,000 CAD.
Introduction to ANA All Nippon Airways
ANA All Nippon Airways, Japan’s largest airline, founded in 1952, is a large carrier under APPR, operating Boeing 787 and 777 aircraft to over 80 destinations worldwide, including key Canadian routes like Vancouver to Tokyo and codeshare flights with Air Canada. Renowned for its 5-star Skytrax rating, ANA serves millions annually. This section outlines ANA’s services and passenger commitments. Passengers traveling to or from Canada on ANA are protected under Canadian APPR, even on international routes such as Vancouver to Tokyo.
Key Services
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Network: Direct flights from Vancouver to Tokyo (Narita/Haneda), with connections to Asia, Europe, and Canada via codeshare partners like Air Canada.
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Passenger Experience: Economy, Premium Economy, Business, and First Class, with one free checked bag (≤23 kg in Economy) and ANA Mileage Club loyalty program.
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Regulatory Compliance: Adheres to APPR and ATPDR for Canadian flights and the Montreal Convention for international travel.
Your Rights During Flight Delays
For ANA flights to/from/within Canada delayed ≥2 hours:
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Timely Updates: Delay reasons (e.g., maintenance, weather) provided every 30 minutes via airport announcements, gate displays, email, SMS, or the ANA app. Accessible formats (e.g., large print, Braille, digital) are available for passengers with disabilities per ATPDR.
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Standards of Treatment (Within Control or Safety-Related): If notified <12 hours before departure and waiting ≥2 hours:
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Food and Beverages: Vouchers (~CAD 10-15) based on wait time, time of day, and airport facilities, unless providing them delays departure further.
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Communication Access: Free phone calls or Wi-Fi (where available).
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Accommodation: For overnight delays, free hotel stay and airport transfers for passengers not at their origin, if feasible.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on ANA’s next available flight or a partner airline (e.g., Air Canada) within 9 hours, in the same class of service, no extra charge. If rebooked in a lower class, a refund of the fare difference. If the airline cannot provide a confirmed reservation within 9 hours of the original departure time, it must rebook you on a competing airline at no additional cost.
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Outside Control: Rebooking on ANA or a partner airline within 48 hours. If no suitable option is available within that timeframe, rebooking on any airline at no additional cost.
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Refund: Full refund for unused tickets and fees (e.g., baggage, seat selection) if travel no longer serves a purpose or rebooking is unsuitable, including a return to your origin.
Compensation for Delays (Within Control, Not Safety-Related)
For delays within ANA’s control (e.g., operational decisions, crew scheduling) with ≤14 days’ notice, as a large carrier:
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3-6 Hours: CAD 400
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6-9 Hours: CAD 700
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9+ Hours: CAD 1000
Exclusions: No compensation for delays outside ANA’s control (e.g., weather, air traffic control, medical emergencies, wildlife collisions) or safety-related delays (e.g., pilot decisions, safety management system requirements). Claims must be filed within 1 year.
Additional Notes: Refunds are processed within 30 days to the original payment method. For international flights (e.g., Canada-Japan), the Montreal Convention may provide up to ~CAD 2,805 for expenses.
Your Rights During Flight Cancellations
For cancellations of ANA flights to/from/within Canada:
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Prompt Notification: Reasons (e.g., low demand, weather) communicated via email, SMS, airport announcements, gate displays, or the ANA app.
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Rebooking or Refund Options:
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Within Control or Safety-Related: Rebooking on ANA’s next available flight or a partner airline (e.g., Air Canada) within 9 hours, in the same class of service, no extra charge. Refund of fare difference if rebooked in a lower class. If the airline cannot provide a confirmed reservation within 9 hours of the original departure time, it must rebook you on a competing airline at no additional cost.
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Outside Control: Rebooking on ANA or a partner airline within 48 hours. If no suitable option is available within that timeframe, rebooking on any airline at no additional cost.
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Refund: Full refund for unused tickets and fees, or a return flight to your origin if stranded.
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Standards of Treatment (Within Control): If notified <12 hours before departure:
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Food and beverage vouchers (~CAD 10-15), unless providing them delays departure.
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Free communication (phone or Wi-Fi, where available).
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Hotel and transfers for overnight delays, if feasible and >100 miles from home.
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Compensation for Cancellations (Within Control, Not Safety-Related)
For cancellations within ANA’s control with ≤14 days’ notice:
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1000
Exclusions: No compensation for uncontrollable events (e.g., natural disasters, security threats, labour disruptions) or safety-related cancellations (e.g., manufacturing defects). File claims within 1 year.
Additional Support: ANA prioritizes passengers with disabilities, unaccompanied minors, and families for rebooking. Montreal Convention may apply for international flights, offering up to ~CAD 2,805 for expenses.
Your Rights During Missed Connections
If an ANA delay or cancellation causes a missed connection on the same ticket:
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Communication: Updates via email, SMS, airport announcements, or the ANA app about rebooking options.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on ANA’s next available flight or a partner airline within 9 hours, in the same class of service, no extra charge. If the airline cannot provide a confirmed reservation within 9 hours of the original departure time, it must rebook you on a competing airline at no additional cost.
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Outside Control: Rebooking on ANA or a partner airline within 48 hours. If no suitable option is available within that timeframe, rebooking on any airline at no additional cost.
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Refund: Full refund for unused tickets if travel no longer serves a purpose, including a return to your origin.
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Standards of Treatment (Within Control): Food vouchers, communication, and accommodation for delays over 2 hours notified <12 hours before departure.
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Compensation for Missed Connections (Within Control, Not Safety-Related)
For missed connections within ANA’s control:
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1000
Exclusions: No compensation for uncontrollable events, safety-related issues, or passenger-caused delays (e.g., missing check-in). Submit claims within 1 year.
Additional Notes: Montreal Convention may apply for Canada-Japan flights, offering up to ~CAD 2,805 for expenses.
Your Rights During Denied Boarding
For involuntary denied boarding due to overbooking:
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Volunteer Request: ANA seeks volunteers to relinquish seats, offering written benefits (e.g., travel credits) before involuntary denials, with confirmation provided before departure.
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Communication: Written statement of reasons and rights provided at the gate, via email, or SMS, with accessible formats per ATPDR.
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Rebooking:
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Within Control or Safety-Related: Rebooking on ANA’s next available flight within 9 hours, or a partner airline (e.g., Air Canada), in the same class of service, no extra charge. If unavailable, rebooking on any carrier within 48 hours, or from a nearby airport with transportation provided. If the airline cannot provide a confirmed reservation within 9 hours of the original departure time, it must rebook you on a competing airline at no additional cost.
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Outside Control: Rebooking on ANA or a partner airline within 48 hours. If no suitable option is available within that timeframe, rebooking on any airline at no additional cost.
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Refund: Full refund for unused tickets and fees if you choose not to travel, including a return to your origin.
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Standards of Treatment (Within Control): Before boarding the alternate flight:
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Food vouchers (~CAD 10-15), unless providing them delays departure.
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Free communication (phone or Wi-Fi, where available).
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Hotel and transfers for overnight delays, if feasible.
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Downgrade Compensation: Refund of fare difference if rebooked in a lower class (e.g., Business to Economy).
Compensation for Denied Boarding (Within Control, Not Safety-Related)
For involuntary denials within ANA’s control:
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1800
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9+ Hours Delay: CAD 2400
Exclusions: No compensation for safety-related denials, uncontrollable events (e.g., medical emergencies, air traffic control), or non-compliance with check-in deadlines (60 minutes before international flights). Claims due within 1 year, paid within 48 hours via cash or cheque unless a travel credit is agreed.
Priority Boarding: Priority given to unaccompanied minors, passengers with disabilities (and support persons/animals), families, and those previously denied boarding.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage (Montreal Convention, APPR, ANA Customer Service Plan):
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Prompt Communication: Report issues at the airport baggage desk or online via ANA customer service within 7 days (damaged) or 21 days (delayed/lost). Track baggage using the Property Irregularity Report (PIR) reference number.
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Compensation:
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Lost Baggage: Up to 1,519 SDR (~CAD 2,800) if not found within 21 days, plus refunds for baggage fees and reasonable interim expenses (e.g., toiletries, clothing).
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Delayed Baggage: Reasonable interim expenses (~CAD 50-100/day) with receipts, plus baggage fee refunds. ANA aims to deliver within 24 hours.
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Damaged Baggage: Up to 1,519 SDR (~CAD 2,800) if claimed within 7 days, plus baggage fee refunds.
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Mobility Aids: Immediate repair or replacement, prioritizing accessibility per ATPDR.
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Process:
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File a PIR at the airport or online with receipts, tickets, and claim reference.
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Claims for missing contents must be made within 7 days; lost baggage claims within 30 days (21 days for domestic flights).
Exclusions: ANA is not liable for normal wear, overpacked bags, manufacturing defects, or valuables (e.g., electronics, jewelry) in checked baggage. Travel insurance is recommended.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports:
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Communication: Updates every 30 minutes via onboard announcements or the ANA app.
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Care After Delay:
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Access to working lavatories.
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Ventilation, heating, or cooling.
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Communication access (e.g., personal device use, if feasible).
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Snacks and water (~CAD 10-15), where safe and feasible, considering delay length, time of day, and airport location.
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Disembarkation: After 3 hours, passengers can disembark unless takeoff is imminent within 45 minutes or safety/security/air traffic control/customs prevents it. Passengers with disabilities and support persons/animals disembark first if feasible, per ATPDR.
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Medical Assistance: Immediate access to urgent medical care if needed.
Additional Notes: No compensation for tarmac delays under APPR, but standards of treatment apply. For diversions to non-Canadian airports, local laws may apply, with refunds for unused tickets if detained.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within ANA’s control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals ~CAD 20-30/day, toiletries, hotels) not provided by ANA, incurred due to delays/cancellations notified <12 hours before departure or delayed baggage.
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Submission Process: Submit the official itemized receipts from the vendor along with the expense details when submitting the compensation claim form on our website.
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Standards of Treatment: Reimbursement for meals, transport, or lodging if not offered by ANA.
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Montreal Convention: Up to ~CAD 2,805 (1,519 SDR) for international flight expenses, ~CAD 2,350 (1,288 SDR) for baggage.
Reimbursement Limits
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Delayed Baggage: Reasonable expenses (~CAD 50-100/day), plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on disruption; alcohol, luxury items, or tips excluded.
Note: Expenses due to uncontrollable events (e.g., weather, air traffic control) are not reimbursable. ANA responds to claims within 30 days. Escalate unresolved claims to the CTA (www.otc-cta.gc.ca, 1-888-222-2592) within 30 days.
